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Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
Scheme and Syllabus Of
B. Sc. in Hotel Management
By
Department of Academics
Maharaja Ranjit Singh State Technical University, Bathinda
( Established by Govt. of Punjab vide Punjab Act No. 5 of 2015 and Section 2(f) of UGC)
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
First Semester Contact Hours: 32 Hrs.
Load Marks Total
Course Course Name Allocation Distribution Mark Credits
Code L T P Int. Ext. s
BSHM101 Basics of Food Production - I 3 - - 40 60 100 3
BSHM102 Basics of Food & Beverage
3 -
-
60
100 3
Service – I 40
BSHM103 Basics of Front Office - I 3 - - 40 60 100 3
BSHM104 Basics of House Keeping - I 3 - - 40 60 100 3
BSHM105 Communication 2 - - 40 60 100 2
BSHM106 Basics of Computers 2 - - 40 60 100 2
BSHM107 Food Science & Nutrition 2 - - 40 60 100 2
BSHM108 Basics of Food Production –
- -
4 40
60
100 2
I (Practical)
BSHM109 Bakery-I (Practical) 4 40 60 100 2
BSHM110 Basics of Food & Beverage - - 2 40 60 100 1
Service – I (Practical)
BSHM111 Basics of House Keeping – I - - 2 40 60 100 1
(Practical)
BSHM112 Fundamentals of Computers - - 2 40 60 100 1
(Practical)
Total 18 - 14 480 720 1200 25
Second Semester Contact Hours: 33 Hrs.
Course Course Name Load Marks
Code Allocation Distribution Total Credits
L T P Int. Ext. Marks
BSHM201 Food Production-II 3 - - 40 60 100 3
BSHM202 Food & Beverage Service-
3
-
-
40
60 100 3
II
BSHM203 Front Office-I 3 - - 40 60 100 3
BSHM204 House Keeping-II 3 - - 40 60 100 3
BSHM205 Hotel Engineering 2 - - 40 60 100 2
BSHM206 Communication-II 2 - - 40 60 100 2
HVPE 101 Human Values and 3 - - 40 60 100 3
Professional Ethics
BSHM207 Food Production-II
-
-
4
40
60 100 2
(Practical)
BSHM208 Bakery-II(Practical) - - 4 40 60 100 2
BSHM209 Food & Beverage Service- - -
2
40
60 100 1
II (Practical)
BSHM211 Front Office-I (Practical) - - 2 40 60 100 1
BSHM212 House Keeping-II
-
-
2
40
60 100 1
(Practical)
Total 19 - 14 480 720 1200 26
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
First Semester
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM101 Basics of Food Production-I Objective/s and Expected Outcome: To develop knowledge and interest in the science and
art of cuisine and food fundamentals in the hotel and Catering industry. To develop skills in
meal planning, preparation of basic dishes using different types of ingredients. The student
should be able to understand basic methods of cooking and ingredients used both in Indian
and Continental Cookery
PART-A
1. Introduction to the Art of Cookery:
Culinary History- Development of the Culinary Art from the middle ages to modern
cookery.
modern hotel kitchen
Nouvelle Cuisine,
Cuisine Minceur
Indian Regional Cuisine
Popular International Cuisine ( An Introduction) of French, Italian and Chinese Cuisine.
2. Aims & Objectives of Cooking Food:
Classification – Cooking Materials and their uses.
Foundation ingredients – meaning, action of heat n carbohydrates, fats, proteins, minerals
and vitamins.
Fats and oils – meaning & examples of fats & oils, quality for shortenings, commonly
used fats and oils and their sources & uses.
Raising agent- functions of raising agents, chemical raising agents & yeast. Eggs- uses of
eggs in cooking, characteristics of fresh eggs, deterioration of eggs, storage of eggs.
Salts - uses.
Liquid- water, stock, milk, fruit juices etc. Uses of liquid.
Flavouring & seasoning – uses & example.
Sweetening agents - uses & examples. Thickening agent.
3.
Preparation of ingredients.
Washing , peeling scraping, paring,
Cutting – terms used in vegetables cutting , julienne, brunoise mecedoine, jardinière,
paysanne- grating.
Grinding. Mashing. Sieving. Milling. Steeping. centrifuging, emulsification evaporation. Homogenization
Methods of mixing foods.
4.
Equipment used in kitchen.
Types of Kitchen Equipment – Diagrams, Uses, Maintenance, Criteria for Selection.
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
PART-B
5.
Kitchen Organization.
Main Kitchen & Satellite Kitchen
Duties & responsibilities of each staff.
Cooking fuels - uses & advantage of different types of cooking fuels.
6.
Methods of Cooking.
Methods of cooking food- transference of heat to food by radiation, conduction &
convection- magnetrons waves meaning. Boiling, poaching, stewing, braising, steaming,
baking, roasting, grilling, frying, paper bag, microwave, pot rousing- explanations with
examples.
7.
Stocks, Glazes, Sauces and Soups
Meaning uses and types of stocks, points observed while making stock. Recipes for I liter
of white, brown and fish stock.
Glazes -meaning & uses.
Sauces -meaning, qualities of a good sauce, types of sauces -proprietary sauce and mother
sauce. Recipe for I lit Béchamel, Veloute, Espagnole, Tomato & Hollandaise. Derivatives
of mother sauces. ( only name, no recipes). Recipes for known International Sauces &
their uses.
Soups -classification of soups, meaning of each type with examples.
Basic Preparations. Mise-en-place for Bouquet Garni, mirepoix, duxelle paste, batters,
marinades and gravies.
Suggested Readings/ Books:
1. Theory of Cookery – Krishna Arora.
2. Modern Cookery – Thangam Philip
3. Larousse Gastronomique - Montagne
4. Professional Chef – Arvind Saraswat.
5. Food Production Operation – Parvinder Bali
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM102 Basics of Food & Beverage Service-I Objective/s and Expected Outcome: To develop knowledge of the students about hotel/
restaurants organization and an understanding of the auxiliary departments, different menus,
principles of table laying. The student should imbibe the knowledge of Kitchen & restaurant
brigade. They should have vital knowledge of auxiliary departments. They should be able to
plan different menus, lay tables for different services.
PART-A
1. Introduction to the Food and Beverage Service Industry-
The evolution of catering industry, scope for caterers in the industry
Relationship of the catering industry to other industries.
Types of Catering Establishments- Sectors
Introduction to the Food and Beverage operations.
2. Food and Beverage Service Areas in a Hotel
Restaurants and their subdivisions, Coffee Shop, Room Service, Bars, Banquets,
Discotheques, Grill Room, Snack Bar, Executive Lounges, Business Centers and Night
Club
Back areas: Still Room, Wash-up, Hot-Plate, Plate Room, Kitchen Stewarding
3. Food and Beverage Equipment
Operating equipment, Requirements, Criteria for selection quantity and types.
Classification of crockery/ cutlery/ glassware/ hollowware/ flatware/ special equipment
upkeep and maintenance of equipment.
Furniture
Linen
Disposables
4. Food and Beverage Service Personnel
Staff organization- the principal staff of different types of restaurants.
Duties & responsibilities of the service staff.
Duties and responsibilities of service staff – Job Descriptions and Job Specifications.
Attitude and Attributes of Food and Beverage Service Personnel - personal hygiene,
punctuality, personality attitude towards guests, appearance, salesmanship, sense of
urgency, customer satisfaction.
Basic Etiquettes for catering staff.
Interdepartmental relationship.
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
PART-B
5. Menus and Covers
Introduction
Cover- definition; different layouts.
Menu Planning, considerations and constraints
Menu Terms
Menu Design
French Classical Menu
Classical Foods and its Accompaniments with cover
Indian Regional dishes, accompaniments and service.
6. Types of meals –
Breakfast – Introduction, Types, Service methods, a la carte, and TDH setups.
Brunch
Lunch
Hi- tea
Supper
Dinner
7. Food and Beverage Service Methods
Table Service – Silver/English, Family, American, Butler/ French, Russian
Self Service - Buffet and Cafeteria Service
Specialized Service – Gueridon, Tray, Trolley, Lounge, Room etc.
Single Point Service- Takeaway, Vending, Kiosks, Food Courts, Bars, Automats
8. Control Methods-
Billing methods – Duplicate and Triplicate system, KOTs and BOTs, Computerized
KOTs
Necessity and functions of a control system, F&B Control cycle and monitoring
Food and Beverage Terminology related to the course.
Suggested Readings/ Books
1. Food & Beverage Service – Denis Lillicrap
2. Food & Beverage Service – Vijay Dhawan
3. Food & Beverage Service- Rao J Suhas
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM103 Basics of Front Office –I Objective/s and Expected Outcome: To understand the general setup of front Office in
small, medium and large hotels. Planning for layout of the front office, equipment, tools etc.
Students should gain knowledge of various sections and functions of front office and their
procedures. They should be able to Hand various tools and equipments of the front office.
PART-A
1. Tourism
Meaning – definition and measurement of tourism.
Classification – recreation, leisure, adventure, sports, health etc.
Socio – economic benefits of tourism.
Adverse effects of tourism.
Basic components and infrastructure.
Itinerary, passport and visa – Basic information.
2. The Hospitality Industry
History and development of lodging industry – International.
History and development of lodging industry – India.
Defining the term – Hotel.
Reasons for travel.
3. Classification of Hotels
Based on Size, Location, and Length of Stay.
Levels of Service, Ownerships and Affiliations.
Referral Hotels, Franchise and management contracts.
Chain Hotels.
Target Markets.
Alternate Lodging facilities.
4. Organizational Structure of Hotels
Small.
Medium.
Large.
Lobby Arrangements
Basic Layout and Design.
Handling VIPs.
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
Duty Rota and work schedules
Uniformed Service.
PART-B
5. Front Office Personnel
Departmental Hierarchy.
Attitude and Attributes and Salesmanship.
Job Descriptions and Job Specifications of Front Office Personnel.
6. Front Office Operations
The Front Desk- Equipments in use
The Guest Room- Types and Status Terminology.
Key Controls.
Tariff plans.
Types of rates.
7. Front Office responsibilities
Communication – internal and interdepartmental.
Guest services – basic information.
Guest history – maintenance and importance.
Relationship marketing.
Emergency situations.
Suggested Readings/ Books
1. Front Office Training Manual – Sudhir Andrews
2. Managing Front Office Operations – Kasavana & Brooks
3. Front Office – Operations and Management – Ahmed Ismail( Thomson Delmar)
4. Managing Computers in Hospitality Industry – Michael Kasavana & Cahell.
5. Front Office operations – Colin Dix & Chris Baird
6. Hotel Front Office Operation and Management – Jatashankar R. Tewari
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM 104 Basics of House Keeping-I Objective/s and Expected Outcome: To emphasize the role of housekeeping as a
department in the hotel and the importance of a clean, comfortable, attractive and safe
atmosphere aiming at ultimate guest satisfaction. The student should be able to fix the
position and the value of each housekeeping staff in the hotel organization. The Student
should become familiar with the equipment and agents needed in the housekeeping
department. He/She should also become through with all the practices and procedures.
PART-A
1. Introduction
Introduction to housekeeping department.
Meaning, Definition & Importance of Housekeeping Department
Role of Housekeeping in hospitality industry
2. Lay out & Organizational Structure
Layout of Housekeeping department
Organizational Structure of Housekeeping department ( Small, Medium & large)
Interdepartmental relationship( emphasis on Front office & Maintenance)
Relevant sub section
3. Staffing in Housekeeping Department
Role of key personnel in Housekeeping department
Job description & Job specification of Housekeeping staff (Executive Housekeeper,
Deputy housekeeper ,Floor supervisor ,Public area supervisor ,Night supervisor ,Room
attendant ,House man, Head gardener)
PART-B
4. Planning work of Housekeeping department
Identifying Housekeeping department
Briefing & Debriefing
Control desk (importance ,role , coordination)
Role of Control Desk during emergency
Duty Rota & work schedule
Files with format used in Housekeeping department.
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
5. Hotel Guest Room
Types of room-definition
Standard layout (single ,double ,twin ,suit )
Difference between Smoking & Non Smoking room‟s
Barrier free room‟s
Furniture / Fixture / Fitting / Soft Furnishing /Accessories / Guest Supplies /Amenities in
a guest room
Layout corridor& floor Pantry
6. Cleaning Science
Characteristics of good cleaning agent
Application of cleaning agent
Types of cleaning agent
Cleaning products
Cleaning equipments
Classification and types of equipment with Diagram‟s ( Mops , dusters , pushers,
mechanical squeeze, vacuum cleaner ,shampooing machine ) with their care and uses.
Suggested Readings/ Books
1. Hotel housekeeping Training Manual – Sudhir Andrews
2. Housekeeping for Hotels, Hostels and Hospitals – Grace Brigham
3. Hotel Hostel and Hospital Housekeeping – Joan C Branson & Margaret Lennox (ELST)
4. Managing Housekeeping Operations – Margaret Kappa & Aleta Nitschke
5. Hotel House Keeping – Sudhir Andrews (Tata McGraw Hill).
6. The Professional Housekeeper – Tucker Schneider, VNR.
7. Hotel House Keeping Operation & Management- G.Raghubalan
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM105 Communication Objective/s and Expected Outcome: This course is designed to improve the grammar,
correct their pronunciations and improve communication skills for proper conversation.
Students are expected to learn the basics of the language and refine their pronunciation and
communication skills.
PART-A
1. Grammar
Voice
Narration
Tenses
Correction of sentences
Singular, Pleural, Genders
Do as directed involving „neither, nor‟ „no sooner than‟, transformation of sentences.
2. Essay writing (upto 500 words.)
Topics to be given from current events, social issues.
Topics related to the hotel industry.
3. Comprehension of an unseen passage.
PART-B
4. Paragraph writing.
Expansion of a given idea.
Expansion upto 250 words.
5. Rapid Reading
News paper Reading.
Magazine Reading
Hotel Journal Reading.
Suggested Readings/ Books
1. Wren & Martin – English Grammar.
2. Hotel Journals
3. Magazines
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM106 Basics of Computers Objective/s and Expected Outcome: The basic objective of the course is to introduce the
students to the world of computers and computer technology. Introduce students to the basic
concepts of operating systems, World Processing, Database, presentations & Networking. The
student will be able to understand the basics of computers and use the windows application.
PART-A
1. Computer fundamentals -Theory
Information concepts and processing
Definition
Need , Quality and value of Information
Data processing concepts
2. Elements of a Computer System
Definitions
Characteristics of Computers
Classification of Computers
Limitations.
3. Hardware Features and uses.
Components of Computer
Generation of Computers
Primary and secondary storage concepts.
Data entry devices.
Data output devices.
PART-B
4. Software Concepts.
System Software
Application Software.
Language Classification.
Compliers and interpreters.
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
5. Operating System / Environment - Theory
BASICS OF MS-DOS
Internal Commands
External Commands
6. Introduction to Windows
GUI/ Features
What are Windows and Windows 95
Parts of a typical window and their functions.
Suggested Readings/ Books
1. Fundamental of Computers, Prentice Hall India
2. Mastering Microsoft Office, Lonnie. E. Moseley, BPB Publications
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM107 Food Science & Nutrition DEFINITION AND SCOPE OF FOOD SCIENCE AND ITS INTER-RELATIONSHIP WITH FOOD CHEMISTRY, FOOD MICROBIOLOGY AND FOOD PROCESSING
PART-A
1. Carbohydrates
Introduction
Effect of cooking (gelatinisation and retrogradation)
Factors affecting texture of carbohydrates( oufflés of cho gel & dextrinization
Uses of carbohydrates in food preparation
2. Fats & Oils
Classification (based on the origin and degree of saturation0
Autoxidation (factors and prevention measures)
Flavour reversion
Refining ,hydrogenation & winterisation
Effect of heating on fats & oils with respect to smoke point
Commercial uses of fats (with oufflés on shoryening value of different fats)
3. Proteins
Basic structure and properties
Type of proteins based on their origin(plant/animal)
Effect of heat on proteins(denaturation,coagulation)
Functional oufflés s of proteins(gelation,emulsification,foamability,viscosity)
Commercial uses of proteins in different food preparations (like egg gels, oufflés
gels,cakes ,confectionary items,meringues, oufflés,custard,soups,curries etc.)
4. Basic Aspects
Definition of the terms health, nutrition and nutrients
Importance of food –(physiological,psychological and social function of food) in
maintaining good health
Classification of nutrients
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
PART-B 5. Energy
Definition of energy and units of its measurements (kcal) Energy contribution from macronutrients(carbohydrates proteins and fats) Factors affecting energy requirements Concept of bmr, sda, thermodynamic action of food Dietary sources of energy
Concept of energy balance and the health hazards associated with underweight,
overweight 6. Macro Nutrients
Carbohydrates
Definition
Classification(mono,di and polysaccharides)
Dieteary sources
Functions
Significance of dietary fibre(prevention/treatement of diseases) Lipids
Definition
Classifications saturated and unsaturated fats
Dietary sources
Functions
Significance of fatty acids(pufas,mufas,sfas,efa)in maintaining health
Cholesterol-dietary sources and the concept of dietary and blood cholesterol Proteins
Definition
Classification based upon amino acid composition
Dietary sources
Functions
Methods of improving quality of protein in food(special emphasis on
soya proteins and whey proteins)
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
7. Micro Nutrients Vitamins
Definitions and classification(water and fats soluble vitamins)
Food sources, function and significance of
Fat soluble vitamin(vitamin a,d,e,k)
Water soluble vitamins(vitamins c,thiamine, riboflavin, niacin,
cyahocobalamin, folic acid
Minerals
Definition and classification(major and minor)
Food sources,functions and significance of calcium, iron, sodium,
iodine &fluorine
Water
Definition
Dietary sources(visible, invisible)
Functions of water
Role of water in maintaining health(water balance)
Suggested Reading/ Book
1. Food Science & Nutrition – Roday Sunetra
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM108 Basics of Food Production-I (PRACTICAL) (Demonstration by instructor and applications by students)
1.
Equipments - Identification, Description, Uses & handling
Hygiene - Kitchen etiquettes, Practices & knife handling
Safety and security in kitchen 2.
Vegetables - classification
Cuts - julienne, jardinière, macedoines, brunoise, payssane, mignonnete, dices, cubes, shred,
mirepoix
Preparation of salad dressings 3.
Basic Cooking methods and pre-preparations
Blanching of Tomatoes and Capsicum
Preparation of concasse
Boiling (potatoes, Beans, Cauliflower, etc)
Frying - (deep frying, shallow frying, sautéing)
Aubergines, Potatoes, etc.
Braising - Onions, Leeks, Cabbage
Starch cooking (Rice, Pasta, Potatoes)
4.
Stocks - Types of stocks (White and Brown stock)
Fish stock
Emergency stock
Fungi stock
5. Sauces - Basic mother sauces
Béchamel
Espagnole
Veloute
Hollandaise
Mayonnaise
Tomato
6. Egg cookery - Preparation of variety of egg dishes
Boiled ( Soft & Hard)
Fried ( Sunny side up, Single fried, Bull‟s Eye, Double fried)
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
Poaches
Scrambled
Omlette (Plain, Stuffed, Spanish)
En cocotte (eggs benedict)
7. Simple Salads & Soups:
Cole slaw,
Potato salad,
Beet root salad,
Green salad,
Fruit salad, 8. Simple Egg preparations:
Scotch egg,
Assorted omelletes,
Oeuf Floretine
Oeuf Benedict
Oeuf Farci
Oeuf Portugese
Oeuf Deur Mayonnaise 9. Simple potato preparations
Baked potatoes
Mashed potatoes
French fries
Roasted potatoes
Boiled potatoes
Lyonnaise potatoes
Allumettes 10. Vegetable preparations
Boiled vegetables
Glazed vegetables
Fried vegetables
Stewed vegetables.
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM109 Bakery-I (PRACTICAL) (Demonstration by instructor and applications by students)
1. Equipments Identification Uses and handling
Ingredients - Qualitative and quantitative measures
2. Bread making Demonstration & Preparation of Simple and enriched bread recipes Bread Loaf (White and Brown)
Bread Rolls (Various shapes) French Bread
Brioche 3. Simple cakes Demonstration & Preparation of Simple and enriched Cakes, recipes Sponge, Genoise, Fatless, Swiss roll
Fruit Cake
Rich Cakes
Dundee
Madeira
4. Simple cookies Demonstration and Preparation of simple cookies like
Nan Khatai
Golden Goodies
Melting moments
Swiss tart
Tri colour biscuits
Chocolate chip
Cookies
Chocolate Cream Fingers
Bachelor Buttons.
5. Hot / Cold desserts Caramel Custard, Bread and Butter Pudding
Queen of Pudding
Soufflé – Lemon / Pineapple
Mousse (Chocolate Coffee)
Bavaroise
Diplomat Pudding
Apricot Pudding
Steamed Pudding - Albert Pudding, Cabinet Pudding.
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM110---Basics of Food & Beverage Service-I (PRACTICAL)
1. Food Service areas – Induction & Profile of the areas 2. Ancillary F&B Service areas – Induction & Profile of the area 3. Familiarization of F&B Service equipment 4. Care & Maintenance of F&B Service equipment 5. Cleaning / polishing of EPNS items by:
Plate Powder method
Polivit method
Silver Dip method
Burnishing Machine 6. Basic Technical Skills
Task-01: Holding Service Spoon & Fork
Task-02: Carrying a Tray / Salver
Task-03: Laying a Table Cloth
Task-04: Changing a Table Cloth during service
Task-05: Placing meal plates & Clearing soiled plates
Task-06: Stocking Sideboard
Task-07: Service of Water
Task-08: Using Service Plate & Crumbing Down
Task-09: Napkin Folds
Task-10: Changing dirty ashtray
o Task-11: Cleaning & polishing glassware
7. Tea – Preparation & Service 8. Coffee - Preparation & Service 9. Juices & Soft Drinks - Preparation & Service
Mocktails- Juices, Soft drinks, Mineral water, Tonic water
10. Cocoa & Malted Beverages – Preparation & Service
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM111 Basics of House Keeping-I (PRACTICAL)
1. Sample Layout of Guest Rooms
Single room
Double room
Twin room
Suite 2. Guest Room Supplies and Position
Standard room
Suite
VIP room special amenities 3. Cleaning Equipment-(manual and mechanical)
Familiarization
Different parts
Function
Care and maintenance 4. Public Area Cleaning (Cleaning Different Surface)
Wood polished
painted
Laminated
Silver/EPNS
Plate powder method
Polivit method
Proprietary solution (Silvo)
Brass
Traditional/ domestic 1 Method
Proprietary solution 1 (brasso)
Glass
Glass cleanser
Economical method(newspaper)
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
Floor - Cleaning and polishing of different types
Wooden
Marble
Terrazzo/ mosaic etc. WALL - care and maintenance of different types and parts
Skirting
Dado
Different types of paints(distemper Emulsion, oil paint etc) 5. Maid’s trolley
Contents
Trolley setup 6. Familiarizing with different types of Rooms, facilities and surfaces
Twin/ double
Suite
Conference etc
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM112 Fundamentals of Computers-I (PRACTICAL) 1. Windows Operations Creating Folders Creating Shortcuts Copying Files/Folders Renaming Files/Folders Deleting Files Exploring Windows Quick Menus 2. MS-OFFICE 2007 3. MS WORD 4. Creating a Document
Entering Text
Saving the Document
Editing a Document already saved to Disk
Getting around the Document
Find and Replace Operations
Printing the Document 5. Formatting a Document
Justifying Paragraphs
Changing Paragraph Indents
Setting Tabs and Margins
Formatting Pages and Documents
Using Bullets and Numbering
Headers/Footers
Pagination 6. Special Effects
Print Special Effects e.g. Bold, Underline, Superscripts, Subscript
Changing Fonts
.Changing Case
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
7. CUT, COPY AND PASTE OPERATION
Marking Blocks
Copying and Pasting a Block
Cutting and Pasting a Block
Deleting a Block
Formatting a Block
Using Find and Replace in a Block 8. USING MS-WORD TOOLS
Spelling and Grammar
Mail Merge
Printing Envelops and Labels 9. TABLES
Create
Delete
Format 10. GRAPHICS
Inserting Clip arts
Symbols (Border/Shading)
Word Art 11. PRINT OPTIONS
Previewing the Document
Printing a whole Document
Printing a Specific Page
Printing a selected set
Printing Several Documents
Printing More than one Copies 12. MS OFFICE 2007
MS-EXCEL
How to use Excel
Starting Excel
Parts of the Excel Screen
Parts of the Worksheet
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
Navigating in a Worksheet
Getting to know mouse pointer shapes 13. CREATING A SPREADSHEET
Starting a new worksheet
Entering the three different types of data in a worksheet
Creating simple formulas
Formatting data for decimal points
Editing data in a worksheet
Using AutoFill
Blocking data
Saving a worksheet
Exiting excel 14. MAKING THE WORKSHEET LOOK PRETTY Selecting cells to format Trimming tables with Auto Format Formatting cells for:
- Currency
- Comma
- Percent
- Decimal
- Date Changing columns width and row height Aligning text
- Top to bottom
- Text wrap
- Re ordering Orientation F Using Borders 15. GOING THROUGH CHANGES Opening workbook files for editing
Undoing the mistakes
Moving and copying with drag and drop
Copying formulas
Moving and Copying with Cut, Copy and Paste
Deleting cell entries Deleting columns and rows from worksheet
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
Inserting columns and rows in a worksheet
Spell checking the worksheet
16. PRINTING THE WORKSHEET Previewing pages before printing
Printing from the Standard toolbar
Printing a part of a worksheet
Changing the orientation of the printing
Printing the whole worksheet in a single pages
Adding a header and footer to a report
Inserting page breaks in a report
Printing the formulas in the worksheet
17. ADDITIONAL FEATURES OF A WORKSHEET Splitting worksheet window into two four panes
Freezing columns and rows on-screen for worksheet title
Attaching comments to cells
Finding and replacing data in the worksheet
Protecting a worksheet
Function commands
18. MAINTAINING MULTIPLE WORKSHEET Moving from sheet in a worksheet
Adding more sheets to a workbook
Deleting sheets from a workbook
Naming sheet tabs other than sheet 1, sheet 2 and so on
Copying or moving sheets from one worksheet to another
19. CREATING GRAPHICS/CHARTS Using Chart wizard Changing the Chart with the Chart Toolbar Formatting the chart‟s axes Adding a text box to a chart Changing the orientation of a 3-D chart
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
Using drawing tools to add graphics to chart and worksheet Printing a chart with printing the rest of the worksheet data 20. EXCEL’s DATABASE FACILITIES Setting up a database
Sorting records in the database
21. Internet & E-mail – PRACTICAL
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
Second Semester
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM201 Food Production-II
Objective/s and Expected Outcome :- To develop knowledge and interest in the science and art of
Indian cuisine with emphasis on different regional cuisine, Indian spices, masalas, ethenic eating
traditions and Indian Cooking. The students should have full knowledge of regional cuisine of India.
They should be able to prepare menus for various food outlets.
PART-A
Food commodities
Classification with examples and uses in Cookery
Game- meaning- types with examples
Fruits- kinds with examples.
Nuts- names of nuts commonly used in cooking.
Cream- types, description and their uses.
Yogurt- types
Cereals- types and uses.
Pulses used in Indian cooking
Herbs- uses of herbs
Spices & condiments- uses of different spices and condiments
Coloring and Flavoring Agents: Name, Types and Uses.
Basic Indian Masalas & Gravies
Garam masala, pulao masala, curry powder, sambhar powder, rasam powder, chaat
masala, tandoori marination white, red, green and yellow gravies.
Indian Regional Cuisine
A detailed study on North and South Indian Regional Cuisine: Goa, Kashmir, Andhra
Pradesh, Karnataka, Tamil Nadu, Bengal, Assam, Gujarat, Punjab, Rajasthan etc., as
regarding ingredients used, traditional preparation methods, utensils and accompaniments.
PART-B
Meat Cookery
Fish -classification with examples selection & cuts of fish, cooking of fish.
Poultry- selection of poultry classification bases on size, uses of each type.
Butchery -selection, cuts size and uses of lamb, mutton, beef, veal & pork
Bacon, Ham, Gammon and Steaks -Description of steaks from sirloin & fillet.
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
Vegetable Cookery
Vegetables -classification of vegetables, importance of vegetables in diet, cooking of
vegetables.
Retention of color, flavor, and nutrients while cooking.
Potatoes - Styles of presenting potatoes and their description.
Storage -Principles of Vegetable Storage.
Quantity Food Production
Introduction to Large scale commercial cooking.
Layout of a large kitchen, staff hierarchy and production workflows.
Suggested Readings/ Books
Theory of Cookery – Krishna Arora.
Modern Cookery – Thangam Philip
Larousse Gastronomique - Montagne
Professional Chef – Arvind Saraswat.
Food Production Operation – Parvinder Bali
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM202 Food and Beverage Service-II
PART-A MEALS & MENU PLANNING:
A. Origin of Menu B. Objectives of Menu Planning
C. Types of Menu D. Courses of French Classical Menu
Sequence
Examples from each course
Cover of each course
Accompaniments E. French Names of dishes F. Types of Meals
Early Morning Tea
Breakfast (English, American Continental, Indian)
Brunch
Lunch
Afternoon/High Tea
Dinner
Supper PREPARATION FOR SERVICE
A. Organising Mise-en-scene B. Organising Mise en place
TYPES OF FOOD SERVICE
A. Silver service B. Pre-plated service C. Cafeteria service D. Room service
E. Buffet service F. Gueridon service G. Lounge service
SALE CONTROL SYSTEM
A. KOT/Bill Control System (Manual)
Triplicate Checking System
Duplicate Checking System
Single Order Sheet
Quick Service Menu & Customer Bill B. Making bill C. Cash handling equipment D. Record keeping (Restaurant Cashier)
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
PART-B
NON-ALCOHOLIC BEVERAGES Classification (Nourishing, Stimulating and Refreshing Beverages) A. Tea Origin & Manufacture
Types &Brands
B. Coffee Origin &Manufacture Types &Brands
C. Juices and Soft Drinks Service of Juices & Soft Drinks Brand Names of Juices , Soft Drinks, Mineral Water, Tonic Water
Cocoa &Malted Beverages
Origin & Manufacture
D. Tobacco
History
Processing for Cigarettes, Pipe Tobacco & Cigars
Cigars –Shapes /Sizes/Colours
Storage of Cigarettes & Cigars
E. Table Cheeses
Introduction
Types
Production
Brands and Service
Storage
Suggested Readings/ Books
1. Food & Beverage Service – Denis Lillicrap 2. Food & Beverage Service – Vijay Dhawan 3. Food & beverage Service- Rao J Suhas
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM203 Front Office -I
PART-A Tariff Structure
Basis of charging Plans, competition, customer‟s profile, standards of service & amenities
Hubbart formula
Different types of tariffs o Rack Rate o Discounted Rates for Corporates, Airlines, Groups & Travel Agents
Front Office and Guest Handling
Introduction to guest cycle Pre arrival
Arrival
During guest stay
Departure
After departure Reservations
Importance of reservation
Modes of reservation
Channels and sources (FITs, Travel Agents, Airlines, GITs)
Types of reservations (Tentative, confirmed, guaranteed etc.)
Systems (non automatic, semi automatic fully automatic)
Cancellation
Amendments
Overbooking
PART-B
Room Selling Techniques
Up selling
Discounts Arrivals
Preparing for guest arrivals at Reservation and Front Office
Receiving of guests
Pre-registration
Registration (non automatic, semi automatic and automatic)
Relevant records for FITs, Groups, Air crews & VIPs During the Stay Activities
Information services
Message and Mail Handling
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
Key Handling Guest special Requests
Hospitality desk
Complaints handling
Guest handling
Guest history Front Office Co-ordination With other departments of hotel
Suggested Readings/ Books Front Office Training Manual – Sudhir Andrews Managing Front Office Operations – Kasavana & Brooks
Front Office – Operations and Management – Ahmed Ismail( Thomson Delmar)
Managing Computers in Hospitality Industry – Michael Kasavana & Cahell.
Front Office operations – Colin Dix & Chris Baird
Hotel Front Office Operation and Management – Jatashankar R. Tewari
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM204 House Keeping-II
PART-A Housekeeping Supervision
Importance of Inspection Checklist for Inspection
Typical Areas usually neglected where special attention is required.
Self Supervision Techniques for Cleaning Staff
Degree of Discretion / Delegation to Cleaning Staff
Linen / Uniform / Tailor Room
Layout Types of Linen, Sizes, and Linen Exchange Procedure
Selection of Linen
Storage Facilities and Conditions
Par Stock : Factors affecting Par Stock, Calculation of Par Stock
Discard Management
Linen Inventory System
Uniform Designing : Importance, Types, Characteristics, Selection, Par Stock
Function of Tailor Room
Managing Inventory
Par level of linen, uniform, guest loan items, machines & equipment, cleaning supplies & guest supplies
Indenting from stores.
Cleaning Procedure & frequency schedules
GUEST ROOM
Prepare to clean
Clean the guest room (bed making)
Replenishment of Supplies & linen
Inspection
Deep cleaning
Second service
Turn down service
PUBLIC AREA
Lobby, Lounge, Corridors, Pool area, Elevators, Health club, F&B outlet, Office areas.
V.I.P Handling
PART-B
Special Cleaning Programme
Daily, Weekly, Fortnightly and Monthly Cleaning Routine cleaning, spring cleaning, deep Cleaning.
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
Floor Operations
Rules on the Guest Floor
Key Handling Procedure - types of keys( grand master, floor master, sub master or section or pass key, emergency key, room keys, offices and store keys), computerized key cards, key control register- issuing, return, changing of lock, key belts, unusual occurrences.
Cleaning of Different Types of Floor Surfaces
Special Services - baby sitting, second service, freshen up service, valet service.
Care and Cleaning of Metals
Brass, Copper, Silver, EPNS, Bronze, Gun Metal, Chromium pewter, Stainless Steel,
Types of tarnish, cleaning agents and methods used.
Suggested Readings / Books
Hotel housekeeping Training Manual – Sudhir Andrews Housekeeping for Hotels, Hostels and Hospitals – Grace Brigham
Hotel Hostel and Hospital Housekeeping – Joan C Branson & Margaret Lennox (ELST)
Managing Housekeeping Operations – Margaret Kappa & Aleta Nitschke
Hotel House Keeping – Sudhir Andrews (Tata McGraw Hill).
The Professional Housekeeper – Tucker Schneider, VNR.
Hotel House Keeping Operation & Management- G.Raghubalan
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
SHM205 Hotel Engineering
PART-A Hotel Maintenance Management
Introduction & Scope in Hotels Classification and Types
Maintenance Programmes.
Engineering Department
Organization & Setup of the Department The Staff – Duties and Responsibilities Requirement of Engineering Workshops.
Fuels
Types of Fuels available Gases
Precautions while using them - Heat Parts, BTU, Thermal & Calorific values
Calculation of heat requirements, Fuel Requirement
Principle of Bunsen burner
Construction of an Industrial Gas Range: Parts & Functions, striking back, causes and remedies of problems.
Electricity
Meaning and use,
Advantage as a type of energy, conductors and non conductors,
Meaning of ampere, volt, ohm and their relationship, ohm‟s law,
AC & DC- their differences, advantages and disadvantages, signs and signals, closed and open circuits, causes and dangers, importance of earthing.
General layout of circuits including service entrance, distribution panel boards,
calculation of power requirements, meter reading.
PART-B
Water Management System
Sources of water and its quality
Methods of removal of hardness, description of cold water
Supply from mains and wells, calculations of water requirements and capacity of storage, systems.
Sanitary Systems
Sinks, basins
Water closet, bidets and their fittings
Use of water traps and water seals, water pipes and soil pipes
Transport Systems
Passenger elevators, freight elevators
Dumb waiters
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
Escalators and sidewalks - their operation and maintenance.
Fire Prevention & Protection.
Different types of fires Fire alarms
Different types of extinguishers.
Fire hazards.
Suggested Readings/ Books:
Textbook of Hotel Maintenance – N. C. Goyal & K. C. Goyal Hotel Engineering - Sujit Ghosal
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM206 Communication– II
PART-A Business Communication
Need Purpose
Nature
Models
Barriers to communication
Overcoming the barriers
Listening on the job
Definition Levels and types of listening
Listening barriers
Guidelines for effective listening
Listening computerization and note taking
Effective Speaking
Restaurant and hotel English
Polite and effective enquiries and responses
Addressing a group
Essential qualities of a good speaker
Audience analysis
Defining the purpose of a speech, organizing the ideas and delivering the speech
PART-B Non Verbal Communication
Definition, its importance and its inevitability
Kinesics: Body movements, facial expressions, posture, eye contact etc.
Protemies: The communication use of space
Paralanguage: Vocal behaviour and its impact on verbal communication
Communicative use of artifacts – furniture, plants, colours, architects etc.
Speech Improvement
Pronunciation, stress, accent
Important of speech in hotels
Common phonetic difficulties
Connective drills exercises
Introduction to frequently used foreign sounds
Using the telephone
The nature of telephone activity in the hotel industry
The need for developing telephone skills
Developing telephone skills Suggested Readings/ Books
1. Wren & Martin – English Grammar. 2. Hotel Journals 3. Magazines.
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
HVPE 101 Human Values & Professional Ethics
Objective: To help the students to discriminate between valuable and superficial in the life. To help develop the critical ability to distinguish between essence and form, or between what is of value and what is superficial, in life - this ability is to be developed not for a narrow area or field of study, but for everyday situations in life, covering the widest possible canvas. To help students develop sensitivity and awareness; leading to commitment and courage to act on their own belief. It is not sufficient to develop the discrimination ability, it is important to act on such discrimination in a given situation.
Expected outcome:
Knowingly or unknowingly, our education system has focused on the skill aspects (learning and doing) - it concentrates on providing to its students the skills to do things. In other words, it concentrates on providing “How to do” things. The aspects of understanding “What to do” or “Why something should be done” is assumed. No significant cogent material on understanding is
included as a part of the curriculum. A result of this is the production of graduates who tend to join into
a blind race for wealth, position and jobs. Often it leads to misuse of the skills; and confusion and
wealth that breeds chaos in family, problems in society, and imbalance in nature. This course is an
effort to fulfill our responsibility to provide our students this significant input about understanding. This
course encourages students to discover what they consider valuable. Accordingly, they should be able
to discriminate between valuable and the superficial in real situations in their life. It has been
experimented at IIITH, IITK and UPTU on a large scale with significant results.
PART A 1. Course Introduction - Need, Basic Guidelines, Content and Process for Value Education
(6) Understanding the need, basic guidelines, content and process for Value Education. Self Exploration–what is it?- its content and process; „Natural Acceptance‟ and
Experiential Validation- as the mechanism for self exploration. Continuous Happiness and Prosperity- A look at basic Human Aspirations
Right understanding, Relationship and Physical Facilities- the basic requirements for
fulfillment of aspirations of every human being with their correct priority
Understanding Happiness and Prosperity correctly- A critical appraisal of the current scenario
Method to fulfill the above human aspirations: understanding and living in harmony at
various levels
2. Understanding Harmony in the Human Being - Harmony in Myself! (6)
Understanding human being as a co-existence of the sentient „I‟ and the material „Body‟
Understanding the needs of Self („I‟) and „Body‟ - Sukh and Suvidha
Understanding the Body as an instrument of „I‟ (I being the doer, seer and enjoyer)
Understanding the characteristics and activities of „I‟ and harmony in „I‟
Understanding the harmony of I with the Body: Sanyam and Swasthya; correct appraisal of Physical needs, meaning of Prosperity in detail
Programs to ensure Sanyam and Swasthya
3. Understanding Harmony in the Family and Society- Harmony in Human-Human Relationship (6)
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
Understanding harmony in the Family- the basic unit of human interaction
Understanding values in human-human relationship; meaning of Nyaya and program for its fulfillment to ensure Ubhay-tripti; Trust (Vishwas) and Respect (Samman) as the foundational values of relationship
Understanding the meaning of Vishwas; Difference between intention and competence
Understanding the meaning of Samman, Difference between respect and differentiation; the other salient values in relationship
Understanding the harmony in the society (society being an extension of family): Samadhan, Samridhi, Abhay, Sah-astitva as comprehensive Human Goals
Visualizing a universal harmonious order in society- Undivided Society (Akhand Samaj),
Universal Order (Sarvabhaum Vyawastha )- from family to world family!
4. Understanding Harmony in the Nature and Existence - Whole existence as Co-existence
(4) Understanding the harmony in the Nature
Interconnectedness and mutual fulfillment among the four orders of nature- recyclability
and self-regulation in nature
Understanding Existence as Co-existence (Sah-astitva) of mutually interacting units in all-pervasive space
Holistic perception of harmony at all levels of existence 5. Implications of the above Holistic Understanding of Harmony on Professional Ethics
(6) Natural acceptance of human values Definitiveness of Ethical Human Conduct
Basis for Humanistic Education, Humanistic Constitution and Humanistic Universal
Order Competence in professional ethics:
o Ability to utilize the professional competence for augmenting universal human order
o Ability to identify the scope and characteristics of people-friendly and eco-friendly production systems
o Ability to identify and develop appropriate technologies and management patterns for
above production systems. Case studies of typical holistic technologies, management models and production systems
Strategy for transition from the present state to Universal Human Order: o At the level of individual: as socially and ecologically responsible engineers,
technologists and managers o At the level of society: as mutually enriching institutions and organizations
Text Book
1. R R Gaur, R Sangal, G P Bagaria, 2009, A Foundation Course in Value Education. Suggested Readings / Books:
2. Ivan Illich, 1974, Energy & Equity, The Trinity Press, Worcester, and HarperCollins, USA 3. E.F. Schumacher, 1973, Small is Beautiful: a study of economics as if people mattered, Blond &
Briggs, Britain. 4. A Nagraj, 1998, Jeevan Vidya ek Parichay, Divya Path Sansthan, Amarkantak. 5. Sussan George, 1976, How the Other Half Dies, Penguin Press. Reprinted 1986, 1991 6. PL Dhar, RR Gaur, 1990, Science and Humanism, Commonwealth Purblishers. 7. A.N. Tripathy, 2003, Human Values, New Age International Publishers 8. Subhas Palekar, 2000, How to practice Natural Farming, Pracheen(Vaidik) Krishi Tantra Shodh,
Amravati. 9. Donella H. Meadows, Dennis L. Meadows, Jorgen Randers, William W. Behrens III, 1972, Limits to
Growth – Club of Rome’s report, Universe Books. 10. E G Seebauer & Robert L. Berry, 2000, Fundamentals of Ethics for Scientists & Engineers , Oxford
University Press
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
11. M Govindrajran, S Natrajan & V.S. Senthil Kumar, Engineering Ethics (including Human Values),
Eastern Economy Edition, Prentice Hall of India Ltd 12. B P Banerjee, 2005, Foundations of Ethics and Management, Excel Books. 13. B L Bajpai, 2004, Indian Ethos and Modern Management, New Royal Book Co., Lucknow. Reprinted
2008. BSHM207 Food Production-II (PRACTICAL)
1. Meat – Identification of various cuts, Carcass demonstration
Preparation of basic cuts-Lamb and Pork Chops , Tornado, Fillet, Steaks and Escalope
Fish-Identification & Classification
Cuts and Folds of fish
Identification, Selection and processing of Meat, Fish and poultry.
Slaughtering and dressing
2. Preparation of menu
Salads & soups- waldrof salad, Fruit salad, Russian salad, salade nicoise,
Cream (Spinach, Vegetable, Tomato),
Puree (Lentil, Peas Carrot)
International soups
3. Chicken, Mutton and Fish Preparations- Fish orly, a la anglaise, colbert, meuniere, poached, baked
Entrée-Lamb stew, hot pot, shepherd‟s pie, grilled steaks & lamb/Pork chops, Roast chicken, grilled chicken, Leg of Lamb, Beef
4. Simple potato preparations- Basic potato dishes
5. Vegetable preparations- Basic vegetable dishes
6. Indian cookery-
Rice dishes, Breads, Main course, Basic Vegetables, Paneer Preparations
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM208 Bakery-II (PRACTICAL)
1. PASTRY: Demonstration and Preparation of dishes using varieties of Pastry
Short Crust – Jam tarts, Turnovers Laminated – Palmiers, Khara Biscuits, Danish Pastry, Cream Horns
Choux Paste – Eclairs, Profiteroles 2. COLD SWEET
Honeycomb mould Butterscotch sponge
Coffee mousse
Lemon sponge
Trifle
Blancmange
Chocolate mousse Lemon soufflé
3. HOT SWEET
Bread & butter pudding Caramel custard
Albert pudding
Christmas pudding
4. INDIAN SWEETS
Simple ones such as gajjar halwa, kheer
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM209 Food & Beverage Service-II (PRACTICAL)
1. TABLE LAY-UP & SERVICE
Task-01: A La Carte Cover Task-02: Table d‟ Hote Cover Task-03: English Breakfast Cover Task-04: American Breakfast Cover Task-05: Continental Breakfast Cover Task-06: Indian Breakfast Cover Task-07: Afternoon Tea Cover Task-08: High Tea Cover
2. TRAY/TROLLEY SET-UP & SERVICE
Task-01: Room Service Tray Setup Task-02: Room Service Trolley Setup
3. PREPARATION FOR SERVICE (RESTAURANT)
Organizing Mise-en-scene Organizing Mise-en-Place
Opening, Operating & Closing duties 4. PROCEDURE FOR SERVICE OF A MEAL
Task-01: Taking Guest Reservations Task-02: Receiving & Seating of Guests Task-03: Order taking & Recording Task-04: Order processing (passing orders to the kitchen) Task-05: Sequence of service Task-06: Presentation & Encashing the Bill Task-07: Presenting & collecting Guest comment cards Task-08: Seeing off the Guest
5. Social Skills
Task-01: Handling Guest Complaints Task-02: Telephone manners Task-03: Dining & Service etiquettes
6. Service of Tobacco
Cigarettes & Cigars
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
BSHM211 Front Office-I (PRACTICAL)
Basic Manners and Attributes for Front Office Operations.
Communication Skills – verbal and non verbal.
Preparation and study of Countries – Capitals & Currency, Airlines & Flag charts, Credit Cards,
Travel Agencies etc. Telecommunication Skills. Forms & formats related to Front office. Hotel visits – WTO sheets. Identification of equipment, work structure and stationery. Procedure of taking reservations – in person and on telephones. Converting enquiry into valid reservations. Role play – Check-in / Check – out / Walk-in / FIT / GIT / etc; VIP / CIP / H.G etc.. Suggestive selling.
BSHM212 House Keeping-II (PRACTICAL)
Servicing guest room (checkout/ occupied and vacant) ROOM Task 1- open curtain and adjust lighting Task 2-clean ash and remove trays if any Task 3- strip and make bed Task 4- dust and clean drawers and replenish supplies Task 5-dust and clean furniture, clockwise or anticlockwise Task 6- clean mirror Task 7- replenish all supplies Task 8-clean and replenish minibar Task 9-vaccum clean carpet Task 10- check for stains and spot cleaning
BATHROOM Task 1-disposed soiled linen Task 2-clean ashtray Task 3-clean WC Task 4-clean bath and bath area Task 5-wipe and clean shower curtain Task 6- clean mirror Task 7-clean tooth glass Task 8-clean vanitory unit Task 9- replenish bath supplies Task 10- mop the floor
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT
Bed making supplies (day bed/ night bed) Step 1-spread the first sheet(from one side) Step 2-make miter corner (on both corner of your side)
Step 3- spread second sheet (upside down)
Step 4-spread blanket Step 5- Spread crinkle sheet Step 6- make two folds on head side with all three (second sheet, blanket and crinkle sheet) Step 7- tuck the folds on your side Step 8- make miter corner with all three on your side Step 9- change side and finish the bed in the same way Step 10- spread the bed spread and place pillow
Records Room occupancy report Checklist Floor register
Work/ maintenance order]
Lost and found
Maid‟s report
Housekeeper‟s report
Log book
Guest special request register
Record of special cleaning
Call register
VIP list
Floor linen book/ register
Minibar management Issue
stock taking
checking expiry date
Handling room linen/ guest supplies Maintaining register/ record
Replenishing floor pantry
stock taking
Guest handling Guest request
Guest complaints
Maharaja Ranjit Singh State Technical University, Bathinda B.Sc. HMCT